Charlene Escobar
Del Valle,TX
Summary
Customer service specialist with experience in lead generation, customer relationship development, and insurance. Solid team player with an outgoing, upbeat demeanor and a track record of building rapport with clients. Competencies in operating multi-line phone systems, taking calls, and updating documentation have been demonstrated. Automatic call distribution ACD system High-end fashion knowledge Dependable and reliable High-energy attitude Creative problem solving Medical terminology knowledge Microsoft Word Flexible scheduling Data collection Recordkeeping strengths Effective team player Active listening Fluent in spanish Customer service
Overview
7
7
years of professional experience
Work History
Trainer/Production Supervisor
HGS - Hinduja Global Solutions
San Antonio, TX
01.2023 - Current
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Created multimedia presentations with PowerPoint and video conferencing tools.
- Designed and developed training materials for new employees in the organization.
- Provided feedback on employee performance based on observed results during training sessions.
- Documented all training activities including attendance records, feedback forms, surveys.
- Adapted teaching methods according to the needs of individual learners or groups.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Supervised, evaluated or referred instructors to skill development classes.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Participated in and attended meetings or seminars to obtain information for use in training programs.
Customer Representative
ibex Global
San Antonio, TX
01.2022 - 06.2022
- Listened to the questions and concerns of customers in order to provide answers or responses
- Met and exceeded performance goals by approaching all interactions with an organized and relationship-driven approach
- Assisted customers by answering a wide range of questions about available merchandise, current prices, and upcoming company changes
- Provided excellent customer service by quickly resolving issues and responding to inquiries
- Use standard office equipment and computer programs.
- Developed positive relationships with customers through friendly interactions.
Customer Representative
CVS caremark
San Antonio, TX
06.2019 - 11.2021
- Met and exceeded performance goals by approaching all interactions with an organized and relationship-driven approach
- Customer service representative for CVS Caremark
- I provide members assistance on ordering their medications through mail order
- I explain plan coverage, Plan summary layouts
- Call providers if needed
- Inform of pharmacy rejections
- Assist to the best of my ability to get every customer what they need as soon as possible
- And provided first call resolutions
- Accepted credit card payments and offered self-serve payment options after explaining charges on customer bills
- Kept customers happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns.
Customer Representative
HGS El Paso (Gran Vista)
El Paso, TX
04.2017 - 05.2019
- As trainer / team lead- I had been promoted to My department new hire trainer
- My daily duties are to teach all new hires the process of our project, First week consist of all Compliance courses and medicare guidelines
- Second to sixth week was process training
- That being said I receive and request all system access for each individual
- I submit daily reports on on my classroom performance, attendance, participation, exams
- I also take care of payroll for each individual
- I mange my classroom and assist each individual with each of their needs in every lesson
- I create the agenda for the day and prepare for my class days ahead for each lesson
- As a trainer, I make sure that each person has an understanding of the project and every job requirement that is needed before hitting the production floor
- This experience has taught me great management skills, patients, organization and teaching skills, and administrative leadership.
Education
High School -
Paso Del Norte Academy
El Paso, TX01.2009
Skills
- Customer service specialist
- Lead generation
- Customer relationship development
- Insurance
- Solid team player
- Outgoing demeanor
- Building rapport with clients
- Operating multi-line phone systems
- Taking calls
- Updating documentation
- Automatic call distribution ACD system
- High-end fashion knowledge
- Dependable and reliable
- High-energy attitude
- Creative problem solving
- Medical terminology knowledge
- Microsoft Word
- Flexible scheduling
- Data collection
- Recordkeeping strengths
- Effective team player
- Active listening
- Fluent in Spanish
- Materials Preparation
- Staff Management
Languages
English
Professional
Spanish
Limited
Timeline
Trainer/Production Supervisor
HGS - Hinduja Global Solutions
01.2023 - Current
Customer Representative
ibex Global
01.2022 - 06.2022
Customer Representative
CVS caremark
06.2019 - 11.2021
Customer Representative
HGS El Paso (Gran Vista)
04.2017 - 05.2019
High School -
Paso Del Norte Academy
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